Arabic Customer Support Officer

Adage Digital Ltd; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A growing software development company in London seeks an Arabic Customer Support Officer to provide exceptional service to Arabic-speaking clients. This role requires fluent Arabic and English communication skills, along with strong technical aptitude and a customer-first approach. Join a diverse team focused on delivering innovative solutions and enjoy opportunities for career development.

Benefits

Opportunity for career progression

Dynamic, multicultural team environment

Focus on professional development

Qualifications

• Fluent in Arabic and English, both written and spoken.
• Previous experience in customer support or technical support.
• Strong technical aptitude with the ability to learn new systems quickly.

Responsibilities

• Provide timely support to Arabic-speaking customers via various channels.
• Translate customer queries into actionable insights for teams.
• Troubleshoot software-related issues for users.

Skills

Fluent in Arabic (native-level proficiency)

Fluent in English (professional proficiency)

Experience in customer support

Strong technical aptitude

Excellent communication skills

Experience with CRM/ticketing tools (Salesforce)

Tools

Salesforce

Job description

Overview

The Arabic Customer Support Officer will act as the primary point of contact for Arabic-speaking clients, providing exceptional customer service and technical support for the company’s software solutions. The role requires strong communication skills in Arabic and English, problem-solving ability, and a customer-first mindset to ensure high levels of user satisfaction.

Responsibilities

• Provide timely and professional support to Arabic-speaking customers via phone, email, live chat, and ticketing systems.
• Translate customer queries and feedback into actionable insights for product and development teams.
• Troubleshoot software-related issues, guiding users through solutions or escalating cases to technical specialists when required.
• Maintain accurate records of customer interactions using CRM tools Salesforce.
• Prepare and update Arabic support documentation, FAQs, and knowledge base articles.
• Collaborate with cross-functional teams to resolve client issues and improve product usability.
• Escalate complex or urgent matters in line with company procedures.
• Assist with onboarding and training sessions for Arabic-speaking clients.
• Contribute to continuous improvement of support processes and customer experience.

Skills & Qualifications

• Fluent in Arabic (native-level proficiency) and English (professional proficiency) – both written and spoken.
• Previous experience in customer support, helpdesk, or technical support (preferably in software/IT).
• Strong technical aptitude with the ability to quickly learn new software systems.
• Excellent communication, empathy, and problem-solving skills.
• Experience with CRM/ticketing tools Salesforce.
• Ability to work under pressure, prioritise tasks, and meet SLAs.

Desirable Attributes

• Knowledge of the software development lifecycle and SaaS environments.
• Understanding of customer success metrics.
• Previous experience in a multilingual customer support role.
• Ability to create and deliver user training in Arabic.

Working Hours

Standard: Monday–Friday, 37.5 hours per week.

Flexibility required to cover client needs across different time zones when necessary.

Why Join Us?

• Opportunity to work in a growing software development company with international clients.
• Be part of a dynamic, multicultural team focused on delivering cutting-edge solutions.
• Career progression and professional development in customer success and software support.